Customer Satisfaction in Home Loan Services: A Comparative Analysis of HDFC Bank and SBI

Retail banking in India operates in a crowded and competitive market. Making significant gains in performance, especially in revenue generation and cost control, has driven the rapid growth of the Indian retail banking sector. The sector focuses more on tracking and predicting the main factors affecting revenue, costs, and productivity to allow for quick corrective actions. With the rise of Internet banking, services have become clearer. Customers can access information and compare options from different banks easily. The main goal of this research is to compare borrower satisfaction among selected banks. The results show that HDFC Bank is viewed as having better staff behavior than SBI. Additionally, the overall services of HDFC Bank are seen as superior to those of SBI.